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Technical Services Engineer

Company: VT iDirect
Location: Herndon
Posted on: January 26, 2023

Job Description:

Overview
ST Engineering iDirect is a global leader in satellite communications (satcom) providing technology and solutions that enable its customers to expand their business, differentiate their services and optimize their satcom networks. Our business provides innovation focused on solving satellite's most critical economic and technology challenges, and expands a shared commitment to shaping the future of how the world connects. - With your talent and energy paired with our vision and technical leadership, the most fulfilling work of your career is waiting for you at ST Engineering iDirect---the sky is truly the limit!
We are seeking an innovative, creative, and experienced Technical Services Engineer who is ready for the challenges, responsibilities, and rewards that come with working in a high-energy, fast-paced environment. iDirect is dedicated to providing next generation solutions for broadband IP networking via satellite networks. As the leading innovators in this new space, our diverse and talented team of internet, satellite, and telecommunications professionals continues to break new ground and create significant opportunities for network operators, for service providers/ resellers, and for corporate networking professionals
Responsibilities


  • Provides fault isolation and problem resolution to iDirect's customers by analyzing, troubleshooting, and resolving product-related issues, including, but not limited to the following areas: IP networking, RF, Satcom, Linux, and MySQL databases
  • Performs all technical duties of Technical Services Engineer II
  • Analyzes frequency spectrum plots; utilizes Spectrum Analyzers to review interference, Carriers, etc.; analyzes Link Budget elements; understands details of Carrier performances, carrier level, C/N, Eb/No, BER, etc.; recognizes RF impairments, Noise and interference; troubleshoots RF chain from RF to baseband; designs and creates network configurations including Modulation/FEC and QoS; creates advanced troubleshooting techniques based on past experience; integrates monitoring applications into hub environment involving iDirect equipment
  • Designs new networks using knowledge of TCP/IP concepts; utilizes troubleshooting tools such as tcpdump and Wireshark; creates router/switch configurations involving VLANs, routing protocols, multiple interfaces, etc.; troubleshoots issues involving VLANs, IPSEC, QoS, and VOIP
  • Navigates file structures; edits files and reads logs with expert knowledge of Linux
  • Reviews and understands database schema and tables using good knowledge of MySQL or similar databases
  • Works on complex issues according to priorities and designated resolution timeframe
  • Accepts escalations from juniorTechnical Services Engineer to resolve high priority/complex customer issues
  • Documents all support transactions within TAC's ticketing system
  • Acts as a technical mentor for junior TAC Technical Services Engineers and participates in knowledge sharing programs

    Qualifications

    • Working knowledge of TCP/IP, QoS and general IP Networking, Routing, and Switching
    • Ability to use tools like TCPDUMP or Wireshark packets sniffers and analyzers
    • Working knowledge of Linux/Unix, and experience with a MYSQL or similar database
    • Practical experience with CRMs, trouble ticket systems, trouble ticket policies and procedures including ticket referrals, escalations and measurements such as MTTR
    • Ability to independently debug network issues remotely, using tools like TCPDUMP or Wireshark packets sniffers and analyzers
    • Competent help desk and customer facing skills
    • Effective oral and written communication skills
    • Ability to multitask and effectively manage time

      DESIRED QUALIFICATIONS (Not required):

      • Technical Certification (CCNA, CCDA, CCNP, or CCDP)

        REQUIRED EXPERIENCE:

        • 5+ years of industry experience in working in a 24x7x365 multi-shift environment (Main focus = fault isolation and problem resolution via phone, email or chat for a global customer base) or equivalent combination of education and experience

          EDUCATION:

          • BS/MS in Computer Science, Electrical Engineering, mathematics, or equivalent experience

Keywords: VT iDirect, Germantown , Technical Services Engineer, Engineering , Herndon, Maryland

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